Apply Lessons Learned: Optimize Business Value from Support Automation
Support automation can reduce operational costs or increase revenues for companies of all kinds. For example, an enterprise may be seeking a more efficient way to provide technical answers to remote end-users. While a digital service provider may wish to easily deploy new, high value triple play services. No matter the case, a key goal for SupportSoft is to help companies extract the maximum value from our solutions, whether it's a new customer just starting down the support automation pathway or an industry service leader trying to gain greater competitive advantage.
The SupportSoft Value Maximization Program is a service which we offer to all our customers. It has four key principles:
- Provide knowledge transfer from SupportSoft support automation experts
- Leverage industry best practices from SupportSoft customers worldwide
- Progress measurement against clear objectives
- Provide for executable plans as required
The Value Maximization Program has 3 stages:
1. Getting Started Workshop
The purpose of the workshop is to give an overview of the key factors for successful implementation. Participants finish with a thorough understanding of best practices for maximizing adoption and usage, cause and effect knowledge based on customer scenarios and specific ideas for actionable next steps.
The session draws heavily on customer support automation best practices found worldwide. The workshop audience typically includes the project manager and the leaders of each key functional area depending on the company and solution being implemented, for example, marketing communications, customer service, product management, knowledge management and IT technical support/help desk.
2. Performance Reviews
During the workshop phase key metrics and business goals will be determined. These will be based on three fundamental areas to be monitored: adoption, usage and effectiveness. The purpose of the performance reviews phase is to compare progress against the implementation plan using these metrics and to identify any actions that need to be taken.
3. Focus Projects
During the performance reviews' phase specific actions may be identified to maximize business value. If necessary, separate focus projects will be initiated and targeted at achieving a particular action, or sub-goal. Focus projects are designed to deliver results quickly and are terminated once the steering group agrees that the program is on course. These projects can be carried out by the customer, SupportSoft Global Services, or some combination.
Learn more about how you can benefit from SupportSoft support automation business value programs » Get Started